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RENEWAL/SALES CONFIRMATION SCRIPT |
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This script must be read verbatim before the close of your call. “<Customer Name>, just to confirm, we will be <Renewing your Cinch Warranty for an additional year/Enrolling you in the Cinch Warranty> effective <Date> You will be billed <Monthly/Annually in full/in 3 installments> through your <Credit/Debit Card> and funds will be deducted on the <Day> each <Period> at the rate of <Amount>.” If options/additions have been purchased: “In addition, we are adding/continuing coverage on <Optional items being covered>. Including the deductible of <Amount>.” If auto-renew: “As discussed, for your convenience, your warranty will now automatically renew upon expiration. Do you have any other concerns?”
<address and proceed> Thank you for your business, and please
feel free to contact us in the future regarding your Cinch home warranty. We
are available 24 hours a day, 365 days a year to provide service whenever you
need it."
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REAL ESTATE BDW/ODW/NHW ENROLLMENT |
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This script must be read before the close of your call. "Mr./Ms. _______________, just to confirm, we will be enrolling you in our Cinch Home warranty effective <date>. You will be billed <monthly/annually in full/in 3 installments> through your <credit/debit card> and funds will be deducted on the <day> each <period> at the rate of $______.
If options/additions have been purchased: "We are adding coverage on <optional
items being covered>." If auto-renew: "As discussed, for your convenience, your warranty will now automatically renew upon expiration. Do you have any other questions that I can help you with today?" <address and proceed> "Thank you for your business, and please
feel free to contact us in the future regarding your Cinch home warranty. We are available 24 hours a day, 365 days a year to provide service whenever you need it. Have a great day/evening/night." |
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Call Recording Disclosure Requirement |
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"This is <Agent's Name> with <Cinch Home Services on a recorded line..." |
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Verbal Agreement |
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This script is to be read Prior to obtaining any credit card, ACH/DDA information from a customer to set up recurring charges. This procedure should also be used when credit card information is updated, including updates to the expiration date. "Customer
Name>, please be advised that this call is recorded
You understand the [Annual/Monthly/3-month install] amount of [$XX.XX] plus applicable taxes will automatically be billed using the information you provide and will occur on [Billing Date]. If the charge is returned, your protection will be canceled. This coverage is for one year and will automatically renew each year unless you discontinue before the renewal date. <Customer Name>, with the understanding of the billing terms I have read to you, do I have your authorization to proceed?” Note: GET AFFIRMATIVE YES. |
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NON-RENEWAL (SERVICE COMPANY OPTION)
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(Customer Name), Cinch like all organizations, review their business portfolio and makes decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or services in certain areas. Things such as the ability to provide a product or service at the level expected, operating costs, or the given market’s needs. This is a standard practice for all businesses, and I am sure you would understand a business’s need to make these hard decisions. As it is your right per the contract to discontinue the warranty, the company can exercise the same right. Decisions to not renew a warranty are taken very seriously and made in alignment with our business goals. At this time, the company has decided not to renew your warranty. If no additional questions, proceed to wrap up. If additional questions: (Customer Name), we understand your concerns and want to assure you that the decision to non-renew the warranty involved extensive consideration. At this time, the company has decided not to move forward with the renewal of your warranty in alignment with our business plan. Wrap up: (Customer Name), we at (Cinch), apologize for any inconvenience this may have caused. If still active: Your warranty is set to
expire on (date). We recommend using this time to seek coverage
alternatives. |
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HOME ESSENTIALS INBOUND SERVICE COMPANY’S OPTION NON-RENEWAL |
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(Customer Name), Cinch, like all organizations, review their business portfolio and make decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or services in certain areas. Things such as the ability to provide a product or service at the level expected, operating costs or the given market’s needs. This is a standard practice for all businesses, and I am sure, you would understand a business’ need to make these hard decisions. As it is your right per the contract to
discontinue the warranty, the company can exercise the same right. If no additional questions, proceed to wrap up. If additional questions: (Customer Name), we understand your concerns and want to assure you that the decision to non-renew the warranty involved extensive consideration. At this time, the company has decided not to move forward with the renewal of your warranty in alignment with our business plan. Wrap-up: (Customer Name), we at Cinch apologize for any inconvenience this may have caused. If still active: Your warranty is set to expire on (date). We recommend using this time to seek coverage alternatives. |